Bell Looking for Manager, Client Service Operations at Canada Full Time

Req Id: 417280

At Bell, we do more than build world-class networks, develop innovative services and create original multiplatform media content – we advance how Canadians connect with each other and the world.

If you’re ready to bring game-changing ideas to life and join a community that values, professional growth and employee wellness, we want you on the Bell team.

The Bell Mobility team offers the best and latest mobile devices, wireless services and Internet of Things solutions to consumer and business customers, with the top speeds, coverage and reliability on Canada’s Best National Network. We love to innovate, embrace big challenges, and live for the newest technology

Summary

The primary function of the Radio Service Manager is to monitor and manage the service life-cycle of radio service we deliver to public safety customers, and to report and improve upon the service quality that is defined for the service in order to ensure an exceptional customer experience while following ITIL v3 framework.

Key Responsibilities

Initiate and sustain open and articulate communications with key Stakeholders in order to facilitate the prompt and efficient resolution of service opportunities, issues and problems.

analyze and implement improvements within their service in support of business objectives and to improve process effectiveness, efficiency, service quality and cost while continually monitoring and measuring results.

• Maintain an awareness of projects within their portfolio within the Service Strategy phase; provide input for operational objectives, aid with management of risk.

• Engagement at the Service Design phase to aid in identifying day 2 business requirements, policies, processes, etc for new or changed service offerings. Work with the project and operational teams to identify and manage risks, develop any necessary contracts (SLA, OLA, underpinning contracts, etc), service levels, metrics and reporting requirements. Ensure all necessary Business Continuity and Disaster Recovery plans are created and/or updated.

• Liaising with the appropriate process owner throughout the service and product lifecycle process. Maintaining an open communication with key stakeholders on changes within all lifecycle stages including strategy, design, transition and operation.

• Operational stakeholder throughout the Service Transition phase of projects to ensure requirements are met, and all necessary documents and measurements are in place to meet the needs of the business and ensure a smooth transition to production. Work with project team and operational resources during Service Transition to manage the deployment of new and changed services into operation.

• Manage their service portfolio during the Service Operation phase through managing communications and resource engagement for any major incidents, tracking and managing any reported problems within the service, and supporting the use of Change Management practices for any planned changes in order to mitigate business risk. Monitor, measure and report on defined service metrics to identify variances and to ensure business and customer requirements are being met.

• Support their service portfolio through Continual Service Improvement to identify,

Critical Qualifications

• Bachelor’s degree in Technical/IT field, two year diploma in Information Technology from an accredited institution, or equivalent experience

• ITIL v3 Foundations certification at a minimum

• 1-2 years related experience in either Service Operations Management, Service Development, or Service Strategy

• Experience in P25 public safety radio networks

• Proficiency using Microsoft Office

• Excellent written and verbal communication skills

• Strong analytical and problem solving skills

• Exceptional conflict resolution, negotiation, and decision making skills

• Fundamental understanding of Project Management

• Self-motivated with the ability to prioritize, meet deadlines and manage changing priorities

• Proven ability to be flexible and work hard, both independently and in a team environment, in a high pressure environment with changing priorities

• A results oriented individual who thrives working in a fast paced environment and is able to contend with ambiguity

• Recognized ability to lead and influence others outside of a direct reporting structure through the cultivation of trust and respect.

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Adequate knowledge of French is required for positions in Quebec.

Additional Information:

Position Type: Management

Job Status: Regular – Full Time

Job Location: Canada : Ontario : Mississauga || Canada : New Brunswick : Moncton || Canada : Quebec : Montreal

Flexible work profile: Mobile

Application Deadline: 05/13/2024

Please apply directly online to be considered for this role. Applications through email will not be accepted.

At Bell, we don’t just accept difference – we celebrate it. We’re committed to fostering an inclusive, equitable, and accessible workplace where every team member feels valued, respected, and supported, and has the opportunity to reach their full potential. We welcome and encourage applications from people with disabilities.

Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly or [email protected] to make arrangements. If you have questions regarding accessible employment at Bell please email our Diversity & Inclusion Team at [email protected] .

Created: Canada, ON, Mississauga

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